Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Customer Relationship Metrics

JULY 26, 2017

In a study by Jobvite, 95% of recruiters say hiring will be as or more competitive in the coming year (2017). A sense of ownership is a required component to experience engagement. And as many studies have confirmed, engagement is directly correlated with higher levels of individual and organizational performance.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

ClearAction

JUNE 8, 2015

A study by ClearAction shows that coordination among managers of various aspects of CX is one of six success factors for holistic CX management and strong business results. Teams must meet often to checkpoint key metric: "Are customers truly happy with us?" We all want to win with customers. Empowered CX Teams.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer-Focused Marketing.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Netomi

NOVEMBER 23, 2022

Customer experience is important because it can have a significant impact on a company’s bottom line. Studies have shown that companies with a strong customer experience have higher customer loyalty, which leads to increased sales and revenue. What are the benefits of providing excellent customer experience?

Customer Experience 52

Customer Experience Customer retention Employee engagement Chatbots 52

ClearAction

JANUARY 12, 2022

“They put the customer first and invest in their employees and communities. Standout firms outperformed the S&P 500 by an 8-to-1 ratio in a study of companies that aligned the interests of all stakeholder groups , cited in the first article of this series. Examples of achievements that grew customer trust: 11.

Government 62

Government Enterprise Customer centricity Banking 62

PeopleMetrics

MAY 15, 2015

Every individual interaction—every customer experience touchpoint—not only affects an individual customer’s opinion about your business, but also the overall opinion of all of your customers. That might seem melodramatic, but that micro-to-macro mindset is where customer experience metrics like Net Promoter Score originated.

Customer Experience 104

Customer Experience Customer advocacy Employee engagement Customer centricity 104

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. In it, they found, investing in your employees has real bottom-line benefits for your business.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. In it, they found, investing in your employees has real bottom-line benefits for your business.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

NobelBiz

APRIL 18, 2023

As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Eptica

JUNE 13, 2018

Author: Taoufik Massoussi Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement. There’s actually a hierarchy of interlinked CX measurement metrics that support each other.

Customer Experience 49

Customer Experience Average Handle Time Benchmark Metrics 49

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Transparent BPO

AUGUST 13, 2019

Eighty-three percent of consumers say that they prefer human interaction over digital channels when trying to solve customer service issues, according to the Global Consumer Pulse Research study from Accenture Strategy. Engaged agents, on the other hand, help drive up customer satisfaction and positively impact ROI.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

delighted

MARCH 15, 2019

First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. Survey your employees as well as your customers.

Surveys 75

Surveys Benchmark B2B Feedback 75

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. What are among your most proud CX accomplishments? KS: Becoming the CX professional I am today didn’t just happen overnight.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

ProProfs Blog

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Genroe

FEBRUARY 9, 2015

If you need evidence that NPS, in particular, improves business check out this list of NPS case studies and statistics. To Drive Employee Engagement. Again there are many versions of this answer: To support employees. Again there are many versions of this answer: To support employees. To create employee advocates.

Feedback 68

Feedback Employee engagement Construction Customer centricity 68

Global Response

MARCH 27, 2023

The data indicates that customer service and customer experiences are directly related to your bottom line—yet many companies overlook the value of improving customer service from good to great. And employee engagement is critical to guest engagement.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

CX Journey

OCTOBER 6, 2016

In this second part, I'll share the rest of our discussion, which revolved around change and change management, business leaders Peter admires, companies who have adopted Weology, success metrics, and more. So I asked, Which business leaders do you admire for their customer-centric vision? What have you learned from them?

Banking 67

Banking Metrics Employee engagement Customer centricity 67

Customer Centric Support

FEBRUARY 6, 2017

Case studies have shown improvement on just about every KPI with the contact centers that simply gave instruction on mindful breathing and encouraged agents to practice it throughout their day. Better metrics, happier customers and more engaged agents are results we all want to know more about.

Call Center 90

Call Center Outbound sales Customer centricity Contact Center 90

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer churn is the opposite of retention. So why should you care?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Beyond Philosophy

JUNE 20, 2015

performance metrics flatline and, for all intents and purposes, have little or no granular actionability. Two years ago, they adopted, system-wide, one of the popular single number performance metrics. Web-based survey invitations were sent to the company’s current customers. Close to 1,000 survey responses were received.

B2C 257

B2C B2B Metrics Entertainment 257

Callminer

JULY 23, 2019

Lack of Confidence: Some managers are great at meeting metrics and making schedules. Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time. Does it really matter?

Best practices 140

Best practices Feedback Call Center Coaching 140

Customer Guru

JANUARY 3, 2018

We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. He has also been listed amongst the top 100 customer service professionals through PaulWriter Cx100. They were probably right.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

GetFeedback

JANUARY 19, 2020

In CustomerThink’s recent study of 200+ CX initiatives , respondents were asked about sources of feedback. The study found that using only surveys is not a CX success driver. Personas can be developed based on customer goals, demographics, and other characteristics that may influence behavior. . Best Metric: CSAT.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

Consulting 135

Consulting Consulting Metrics Feedback 135

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013. The biggest challenge is aligning the organization towards the goal of customer centricity.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

GetFeedback

JANUARY 6, 2020

In CustomerThink’s recent CX study, 77% of respondents reported developing a CJM as part of their CX initiative. The study also notes increasing usage of online resources (social media, review sites, and vendor web sites) which has pushed sales engagement later in the cycle. . Measurements and metrics are put into place. .

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ClearAction

NOVEMBER 21, 2015

Customer experience journey maps have been instrumental in showing work groups the need for collaboration. Studying the customer life cycle from the customer's viewpoint is eye-opening, especially when the research covers the end-to-end journey / cycle. They’re reality, and the laws of nature favor truth and reality.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

ClearAction

AUGUST 13, 2019

It places the horse before the cart, conveying that the end is customer lifetime value growth, and the means is meeting or exceeding customer expectations. This simplifies employees’ daily decisions in alignment with corporate strategy. Core Customers Clarity. Customer Management Clarity.

Customer Experience 48

Customer Experience Enterprise Journey mapping Customer centricity 48